Whether it’s a social media giveaway, telemarking campaign, call centre services, or SEO, businesses invest heavily in marketing. Through various marketing strategies, businesses can create a loyal customer base as well as reach potential customers. Many marketing strategies also focus not only on selling a product but also collecting data on the effectiveness of strategies as well as the target audience and consumer behaviour.
Marketing strategies and sales support services, for instance, call centre outsourcing, rely heavily on developments in tech and marketing trends. What worked five years ago may not work anymore, and keeping up with the latest trends can be cost a business time and resources better spent elsewhere. This is why businesses often outsource digital marketing, app development, and call centre services to companies that have the recourses to collect data on effectiveness, sales, and customer responses.
Of the information that goes into determining a strategy for any type of marketing campaign, trends predicted for each year are perhaps the most important. These trends let you stay ahead of the competition, especially if you are quick to adapt to them. Telemarking, being a popular type of marketing campaign and a service many businesses use contact centre outsourcing services for, has a number of trends predicted for 2019.
While some of these may take longer than others to be fully put into practice, these are three main telemarking trends of 2019 you should know.
Artificial intelligence or AI is a trend predicted in almost every field and industry, and is definitely the basis of many emerging tech that will revolutionize customer service outsourcing. With various AI applications and predictive analysis, telemarketing and call centre services can be streamlined easily.
In addition to AI, digital transformation as a whole is predicted to be the way forward not only for sales support services and telemarketing, but businesses in general.
Customers are constantly looking for new things from companies, and these expectations aren’t necessarily regarding new and different products and brands. If you consider digital marketing, for instance, trends and strategies are constantly changing and this caters to the customer’s need for something new.
Likewise, telemarking too, will have to adopt to on-going digital transformations in order to stay ahead in the field and offer clients effective and innovative marketing strategies and tools.
Trends are based on data collected and analysed and these trends in turn affect the strategies taken by businesses. For instance, a business wouldn’t decide to invest in call centre outsourcing just because everyone else is doing so. Instead, a team will look at the data collected on the effectiveness of customer service outsourcing and the benefits it will have for the business. Depending on the data analysed, a decision will be made.
Telemarketing is a great marketing tool to collect data both on customers as well as other marketing strategies used by the business. For instance, a telemarketer can inquire if the customer received or viewed the email sent by the company on the latest products or a sale. Based on what the customers say, data can be collected on the effectiveness of the email promotion and how it can be improved.
A telemarketing trend predicted for 2019 is the collection of better contact centre analytics.
The most common reason for calling a customer service line is to direct complaints or questions about a product or service. Even on a digital platform, people often communicate with a business regarding questions or complaints as opposed to praise or positive feedback. Considering this, telemarketing will have to focus more on customer satisfaction measurements, addressing negative feedback.
While one may immediately think this trend focuses mainly on what works and doesn’t work in telemarketing, the marketing tactic can also be used to collect feedback on other strategies or platforms. For instance, if a company received a negative review for an item on an online store or a customer posted a negative tweet about an advertisement, a telemarketing agent can contact the customer not only to address the problem with the product but to also see why the advertisement wasn’t well-received.
The data collected on customer satisfaction can in turn be used to improve telemarketing strategies and call centre services.
Knowing these telemarketing trends for 2019 will give any telemarketer and call centre service provide an upper hand in the industry, allowing them to offer effective and improved services to clients.
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